How to run a perfect MSP discovery call (in just 15 minutes)

Right now the best call to action across most marketing channels is asking people to book a 15 minute video call with you.

This discovery call is enough of a commitment that time wasters will avoid it but not too much of a commitment to put off genuine prospects.

The goal of the discovery call is not to do any selling. It’s to find out enough about the prospect to a) qualify them as someone you want to work with, and b) get them into a proper sales meeting.

And you do this by following one unbreakable golden rule.

The golden rule: You talk dramatically less than they do

This is the thing most MSP owners get wrong. They treat the discovery call as an opportunity to run through their qualifications, accreditations and services.

BIG MISTAKE. The prospect doesn’t care yet. They just want to know if you can "click" and understand their situation.

In the perfect discovery call, the prospect should be talking for 80% of the time. Your job is to ask good questions, listen properly, and show genuine interest in what they’re telling you.

At a psychological level, feeling heard connects us to the person hearing us. This is an insanely powerful sales insight.

The structure: Three questions and a close

Keep it simple. After a brief, warm introduction (30 seconds, no more), you have three questions to work through. Then a close.

Question 1: “Tell me about your business.”

This is a relaxing way to start your call because everyone's favourite thing to talk about is themselves and their business

Listen out for the info you need to qualify them, such as their size, what they do, and what they think about technology. I recommend taking notes on a paper pad. There's nothing ruder than typing on your keyboard when someone is talking.

Try not to interrupt them with questions. Let them finish their story no matter how long it is and then ask anything you're not sure about

Question 2: “What’s prompted you to look at a new IT provider right now?”

The answer to this tells you how serious they are as a prospect. It gets right to their hopes and fears, wants and needs.

• Are they frustrated with slow response times?
• Worried about security?
• Had a specific incident that shook them?
• Or just renewing a contract and shopping around?

Whatever the answer, ask follow-up questions to go deeper in your understanding. Things like: "how long has that been going on" and "what kind of impact have you seen?"

Question 3: “What would amazing IT support look like for you?”

Some prospects have very clear, specific answers. Others have never really thought about it and will say something like “just... things working, I suppose.”

both those kinds of answers have value. Because this question...

1. Gets them talking about what they want to see you providing
2. Helps you understand their motivations in talking to you
3. And plants a seed in their mind about what life could be like with you

The close: Book a sales meeting

Discovery calls are rarely 15 minutes. They often extend to be 20 or 30 minutes and that's not just OK; it's desired. It shows there's a connection building between you.

In the last few minutes you wrap up and ask for the meeting. You could say something like...

“This has been really useful. Based on what you’ve told me, I think there’s definitely something worth exploring properly. I’d love to set up a proper meeting where I can come and see your setup, meet the team, and discuss what it would look like if we worked together. Does that sound like it would be worth your time?”

Notice what you didn’t do....you didn’t...

• Pitch.
• Quote a price
• Or run through your service tiers

If they say yes (and most will), book it there and then. Don't fall into the trap of sending a follow-up email with a calendar link. The only email you send is the calendar invitation

My final thought on this

Don't underestimate the power of the discovery call. it's the tool that turns interest into pipeline.

Discovery calls done well mean more sales meetings and more clients.

Do you currently run discovery calls? Or do you go straight from enquiry to full sales meeting? Let me know. I read and reply to every email😃